Help Desk Technician

The Help Desk Technician serves as the primary point of contact for employees who need routine repair and troubleshooting support. In this onsite role in Albany, NY, you will respond to requests through multiple channels, log and track support activity, and help diagnose whether issues originate from hardware, software, or connected peripheral equipment.

Capital Region BOCES provides this position as a NY HELPS (Hiring Emergency Limited Placement) designated title, supporting current staffing needs for local government employers. Work is performed under the general direction of Network and Systems Technicians, with no supervisory responsibilities expected.

What You’ll Do

• Receive technical assistance requests by telephone, e-mail, a computerized ticket system, and in person for services covered by the assigned team.
• Review, troubleshoot, and resolve routine computer software and hardware problems for users.
• Log support requests into a computer tracking system and forward requests as necessary.
• Answer telephones and direct calls as needed, including multiple-line telephone duties.
• Troubleshoot technical support requests to help determine whether problems are caused by hardware, software, or peripheral equipment.
• Travel between user-specific locations as needed to support employees offsite from the office.
• Install personal computers and peripheral equipment as necessary.
• Install or re-install personal computer operating systems when required.
• Set up personal computer operating systems, third-party software, and data/Internet/Intranet access for user-specific needs.
• Support Resource Center users by assisting with the use of peripheral personal computer equipment and software.
• Maintain computerized files related to the divisions’ services used by other departments and send billing statements to those departments.
• Meet with departments to provide technical assistance for departmental-specific software.
• Act as a liaison between departments and the vendor or manufacturer for third-party software support, including cases involving defective software or hardware.
• Maintain support documentation, files, and records as necessary.
• Perform related duties as required.

Basic Qualifications

• Option 1: Graduation from an accredited college or university with at least a Bachelor’s Degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field.
• Option 2: Graduation from an accredited college or university with an Associate’s Degree in Management Information Systems, Computer Science, Information Resources Management, Information Technology, or a closely related field, plus one (1) year of paid experience as a computer technician.
• Option 3: High school graduation or high school equivalency, plus two (2) years of paid experience as a computer technician.

Additional Job Details

• Location: Northeastern Regional Information Center - North Country (onsite), Albany, NY 12205.
• Salary: USD 44,787 - 52,252 per year.
• Minimum experience: 1 year.
• Education: Bachelor’s degree listed for the role.
• Exams: Candidates will not have to take an exam for this title.
• Program designation: This title is part of the NY HELPS (Hiring Emergency Limited Placement) program and is temporarily classified as non-competitive while the program is in effect.
• Program transition: At the close of the program, the position will revert to competitive class status. Employees in HELPS Program positions will be granted competitive class status without the need to participate in a competitive exam.
• Probation and maturation: After a successful probationary period (minimum of twelve (12) weeks to a maximum of fifty-two (52) weeks), individuals with permanent competitive status as Help Desk Technician Trainee (BOCES) mature to Help Desk Technician (BOCES) without further examination.
• Background check: Subject to a fingerprint-supported criminal history background check in accordance with SAVE Legislation effective July 1, 2001.
• Civil Service Title: Help Desk Technician; Job Number: 2027-112.